Description
Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things.
Overall, we serve more than 670,000 people across Canada through Equitable Bank, Canada’s Challenger Bank, and have been around for more than 50 years. Equitable Bank’s wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together, we have over $125 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people’s lives.
Our customers have named our EQ Bank digital platform (eqbank.ca) one of the top banks in Canada on the Forbes World’s Best Banks list since 2021.
Role Overview
As the Vice President of Operations for Digital Banking, you’ll oversee and evolve every facet of our digital banking operations, from enhancing customer care to leading cutting-edge defense against financial crime. Your role is pivotal in shaping the future of EQ Bank, crafting seamless customer journeys, and pioneering innovative solutions that set industry benchmarks.
You will be at the helm of a critical function, directly impacting customer satisfaction and safeguarding the integrity of our digital ecosystem. As a key member of the EQ Bank Executive team, you’ll collaborate to strategize and implement initiatives that boost customer engagement, streamline operations, and optimize how our products and services are used across our digital platforms.
Leading our 1st line AML and Fraud prevention teams, you’ll work with the Risk organization to build controls that balance customer and employee experience with effectiveness. Your commitment to compliance and security will ensure we meet regulatory requirements while maintaining efficiency and reliability.
Ideal Candidate Profile
- Deep expertise in Banking operations and customer servicing, Fraud & AML risk management, strategic operational reporting, automation, and data-driven decision-making.
- A track record of setting ambitious goals and achieving them through diligent execution and change management.
- Experience leading impactful change to deliver exceptional customer service at scale, especially as new retail and small business banking products are launched.
Key Responsibilities
- Optimize core operations processes to enhance overall business performance and efficiency.
- Collaborate with senior leadership to drive performance, accountability, and continuous improvement.
- Manage digital banking reviews and strategic planning to ensure goal alignment.
- Lead large-scale initiatives, project and program management, ensuring cross-functional impact.
- Apply technology and future of work practices to enable efficiencies and data-driven decisions.
- Develop risk mitigation strategies to ensure operational resilience, compliance, and governance.
Qualifications
- Bachelor’s degree in business, finance, or a related field; advanced degree or professional certifications preferred.
- Minimum of 15+ years of experience in banking operations, digital banking, or related fields, with proven leadership experience.
- In-depth knowledge of digital banking technologies, trends, regulatory requirements, and industry standards.
- Strong understanding of financial regulations, compliance, and risk management principles.
- Proficiency in data analytics tools and techniques.
- Exceptional leadership and team management skills, with experience in large-scale change management and process optimization.
What We Offer
- Market-leading RRSP match program
- Comprehensive benefits: medical, dental, vision, life, disability
- Generous vacation policy and personal days
- Virtual events and a collaborative work environment
- The opportunity to join a top FinTech and help redefine banking
The role is hybrid, based at 2200-25 Ontario Street, Toronto, ON. Equitable Bank is deeply committed to inclusion.
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